We’ve had DirecTV for 2 years. We should have canceled when our 2yrs was up, but I guess we are gluttons for punishment. Ever since that original install appointment, every single time I call them about anything, they screw it up.

Here’s the latest. We decided to upgrade to HD. To do this, we needed a whole new system than what was installed 2yrs ago. We called, paid over $200 upfront, and scheduled an appointment for July 19th between 8-noon. The day comes and we get a call from the installer saying he’ll be at the house between 10:30 -11:00. So, we wait.

After 12, we get a call from the dispatch saying that the installer sat outside out house for 15 mins and no one was there and he was leaving. We promptly informed her that no, there was no one sitting outside our house, for any length of time. Finally the guy pulls up. He’d been at the wrong house and wondered why we hadn’t gone out and found him. I wasn’t aware that was my job, but ok.

He comes in, checks the work order, looks at our stuff and says “I can’t do this, I don’t have the right parts” Say what? He says he’ll call around and see if he can find it, but would it be ok, if, worst case senario, he has to come back the next day. We agree, but he assures us that he will probably be able to do it that day. No problem.

After about 20 mins on the phone, he comes abck and says he found someone who had one, and he’ll call us and let us know when he’s coming back. We never see, or hear from him again.

After a while, we think that perhaps he’ll just be back the next day as he promised.

The next day, I get up and wait. And wait. And wait some more. Finally, I go to Directv.com and see that we have an appointment for Aug 3rd. Wait a min! That’s not right. I call my husband and tell him. He calls Directv who basically tells him that we canceled our appointment and that is the time we rescheduled it for. Round and round they go and they refuse to budge that WE were the ones that rescheduled and they don’t understand why we are upset. I decide enough of the phone conversaion crap. They always try to give you the run around and say they didnt say whatever on the phone, so I take to email….

In reference to order confirmation number: 74398229
To say Im upset is an understatement. For the past 2yrs EVERY TIME I’ve contacted you for service related issues, there has been a problem. The most recent is now with our upgrade appointment. We were supposed to be upgraded to HD on 7-19-2010. The installer came out, looked at our system and said we needed another part that he didn’t have. He said he would go find it and “worst case scenario” he’d have to come back today (7-20). Now we are being told that WE called to reschedule the appt for Aug 3rd. This is simply NOT TRUE. In fact, I challenge you to find the call log/recording stating that myself or my husband called to reschedule. Not a Mastec tech, ONE OF US. You wont find it because it NEVER HAPPEN! The remedy given of “$5 off Starz for the next 6 mths” is a pathetic attempt at
placating us. I am not happy. I am ready to go elsewhere for my television services.


Response (Fae C. – 100173840) – 07/20/2010 03:39 PM
Dear Mrs. Smith,

Thanks for writing. I’m sorry to hear that your installation appointment has been rescheduled without your authorization. We know you have a choice when it comes to programming providers, and we must work hard to earn your business. We’d like to speak with you to see how we can help you, so please call us at 800-531-5000 so we can assist you.

Thanks again for writing and giving us an opportunity to respond to your concerns.

Sincerely,

Fae C. – 100173840
DIRECTV Customer Service


I see no reason to call to discuss this. My husband spent all day on the
phone trying to resolve this issue and only got the run around. It’s
unacceptable. Had it been me on the phone, I would have canceled all our
services with DirecTv. This is not the first issue, and I’m positive if we
stay, it will not be the last. Your “customer service” is a joke. No one
knows anything and everyone passes the buck.
Bottom line is this:
We scheduled an upgrade for July 19th
The tech was late, then we got a call that he had been sitting outside our
house for 15 mins and no one was home, when we were sitting in the house
waiting for him. He went to the wrong house.
He claims the work order was wrong and he needed a different part to
complete our order.
He was on the phone for about 20 mins trying to “track down” the part.
He told us he had a lead on it and was going to get it and would call us. He
stated that “worst case scenario” he’d have to come back the NEXT DAY.
We never heard from him, or anyone again. In fact, it wasn’t until I checked
Directv.com that I saw our install had been rescheduled for TWO WEEKS later.
At that point my husband called to get the situation straightened out and
was told that WE rescheduled the install and there was nothing that could be
done. As stated, we never called to reschedule anything.
It is a waste of my time to have to play these games with Directv and the
installers. What happens if they don’t have the right part next time? Will I
have to wait another 2 weeks for a service that I had to pay UP FRONT for? I
don’t see where I’m asking for any favors, I’m simply asking what I ALREADY
PAID FOR.
Why are we being bumped behind people who made appointments AFTER us? We had
an appointment and we were screwed. We didn’t get to pick our next
appointment day, it was picked for us and we were never even informed. In
fact, my husband had to take a day off work to accommodate our original
install date. So, after paying over $200 upfront for the upgrade, and losing
a day of work, we still don’t have the upgrade, and will have to do this all
over again on August 3rd? And now I’m expected to spend my entire day on the
phone to try to sort this mess out, when all I will end up with is someone
who has no idea what to do and a lousy $5 a month discount on Starz (that,
after all is said and done, we probably wont end up with anyway). Sixty
dollars over the course of a year doesn’t really say “We’re sorry we screwed
you over, again”.


Response (Jennifer N. – 100219635) – 07/22/2010 07:12 AM
Dear Mrs. Smith,

Thank you for writing us back and taking the time to let us know the details of your installation concern.

At DIRECTV we take pride in our equipment installations as well as the technicians who provide this part of our service to you. Please accept my apology on behalf of DIRECTV for the installation experience you encountered. I know that your time is valuable and I assure you that we don’t take these situations lightly.

You are important to us and we certainly want to keep your business. We review and respond to every suggestion, inquiry and question we receive (unless you specifically requested for us not to follow up with you). Upon review of your email, I determined that we needed some extra time for research and investigation before providing you with our final reply. I have escalated your email to a specialist who will personally research your issue and reply to you.

We respect your time and want to reassure you that we are working diligently to get back to you as soon as we can. While this may take some time, our specialists generally respond within 48 hours. We appreciate your patience.

I understand that you no longer wish to call but in case you need more urgent support, our Customer Service Specialists are available to help you at 800-531-5000. I have noted your account regarding your concern for reference to the representative who will assist you over the phone in case you’ll call us.

Thanks again for writing and for the opportunity to assist you.

Sincerely,

Jennifer N.
Employee ID 100219635
DIRECTV Customer Service


Dear Mrs. Smith,

Thank you for taking the time to write, I am sorry for any frustration that has been caused by the installation delay and I will be happy to assist you. After reviewing your email and researching your concern, I have escalated your complaint to our Installation department to see if anything can be done concerning your installation appointment. I am truly sorry for how this issue has been handled and I do hope we are able to assist you.  If we are able to assist you with your installation appointment, you will be contacted by our Installation department directly.  Again I am sorry for any inconvenience this has caused. However, currently we do have your appointment scheduled for Tuesday, 08/03/10 between 8 am and 12pm.

Sincerely,

Rita S ID 406557
DIRECTV Resolution Specialist


Customer (Dennie Smith) – 07/23/2010 11:10 AM
Ms. Rita S ID 406557,
Thank you for your apology, it is appreciated. What bothers me, is that you keep referring to “our installation department”. On the phone with a supervisor from customer support they stated that DirecTV does not have an installation department. DirecTV does not contact the installers. DirecTV does not have any contact information on the installation company or the installer. DirecTV does not have a quality department on installations. Whether this is true or not, that is what I was told by a DirecTV supervisor. Yes there is an appointment scheduled for Tuesday, 08/03/10 between 8AM and 12PM. However, I did not make this appointment. I have called three times and Mrs. Smith has written twice and we still have not received an answer as to “Who made this appointment”, “Why was it changed”,
“What happened to my appointment on 07/19/10″ and “Why was I not notified”. The only answer I have received is “Mr. Smith we have you rescheduled on 08/03/10″. What about coming out the next day? Was the installation company busy? Did my appointment on 07/19/10 not matter? Did the $230 I payed up front not matter? I do not like the fact that DirecTV is trying to force this down my throat. If this matter is not taken care off in a prompt and satisfactory manor I will not need an upgrade, I will not need NFL Sunday ticket and I will not need DirecTV.


Dear Mr.and Mrs. Smith,

Thank you for taking the time to write.  I understand your concern about your installation.  I am sorry you were not clearly informed of our Installation Department.  We have Home Service Providers (HSP’s) which are also called our local installers and service technicians. If a complaint needs to be forwarded due to an issue caused by our local installers, I can forward this to our managing Installation Department who regulates the local installers.

To make sure all of your questions are answered, I will answer them in the format they were received.

Who made this appointment?

Based on the notes on the account the installation was rescheduled by the local installation department.

Why was it changed? What about coming out the next day? Was the installation company busy?

I can assume it was changed because the technician was not able to return to your home later that day of the original installation or at sooner date than what   is currently scheduled.

What happened to my appointment on 07/19/10? and Why was I not notified?Did my appointment on 07/19/10 not matter?

We expect our Home Service Providers (HSP’s) which also called our local installers to contact our customers and the work order as to why the installation date has been rescheduled.  However, in your case there were no notes as to why it was rescheduled. Because of these questions posed in your original email, this is why I escalated your account to our Installation Department to report your complaint of not being notified of the changed installation date and to if possible to gain more information as to why it was changed.

Did the $230 I paid up front not matter?

When a DIRECTV customer orders an upgrade or new equipment, they are charged at that time for the services that are scheduled to be provided.  However, if the order is cancelled we do refund the charges to credit card that was charged.

Again I am sorry for any frustration this has caused and I am hoping we can get some detailed answers to your question from our local installers as well as getting an earlier date for your installation if it is possible.

Sincerely,

Rita S ID 406557
DIRECTV Resolution Specialist

As you can see, they never want to plainly answer questions in email either. Imagine being on the phone with these people. The only concession they have made at this point is that we didn’t cancel and reschedule the appointment.